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I am writing to urgently seek your assistance. Despite my repeated requests to Sirwin Casino to permanently close my account due to my gambling addiction, my account remains open. I have repeatedly emphasized that I am addicted to gambling and urgently need to be excluded from gambling activities, but the casino ignores my requests.

This situation is very distressing for me, and I am currently unable to stop on my own. I am appealing to your team to take up this matter and exert pressure on the casino to ensure that my account is closed immediately and permanently.

I am relying on your help, as the casino itself takes no action to protect me.

Thank you for your support.

ich schreibe Ihnen, um dringend um Ihre Unterstützung zu bitten. Trotz meiner wiederholten Aufforderungen an das Sirwin Casino, mein Konto aufgrund meiner Spielsucht dauerhaft zu sperren, wurde mein Konto weiterhin geöffnet. Ich habe mehrfach betont, dass ich spielsüchtig bin und dringend den Ausschluss vom Spielbetrieb benötige, doch das Casino ignoriert meine Bitten.

Die Situation ist für mich sehr belastend, und ich schaffe es derzeit nicht, selbst aufzuhören. Ich appelliere an Ihr Team, sich dieser Sache anzunehmen und Druck auf das Casino auszuüben, damit mein Konto unverzüglich und endgültig geschlossen wird.

Ich bin auf Ihre Hilfe angewiesen, da das Casino selbst keinerlei Maßnahmen ergreift, um mich zu schützen.

Vielen Dank für Ihre Unterstützung

Dear Blerko,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I checked the General T&Cs and I found this:

3.4. You acknowledge, agree and accept that the procedure for Self-Exclusion with the Brand is as follows: If You want to be Self-Excluded from sirwin.com, please contact us on the following email address: info@novadata-solutions.net. Your email needs to include the following information:

a. a clear request that states that You wish to be fully Self-Excluded (not partially restricted) on a voluntary basis;

b. the duration of the period of the Self-Exclusion, with a minimum of three months, up to five years;

c. Stating that Your Request has to do with problematic gambling behavior;

d. Providing a copy of your ID and Proof of Address.

Did you follow the listed instructions when requesting self-exclusion? Could you please forward me all the self-exclusion requests you sent to the casino? My email address is kristina.s@casino.guru. Alternatively, you can post it here. 

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

Dear Casino Guru Team, unfortunately I did not follow everything you described to me, but I did point out my problem several times, see the emails and even chat logs that I forwarded to you.

I am very happy to have her and trust in her help

Liebes casino Guru Team, ich hsbe leider nicht alles befolgt wie sie mir daß geschildert haben allerdings mehrmals über mein Problem hingewiesen, siehe die Emails und sogar Chat Protokole die ich ihnen weitergeleitet habe .

Ich bin sehr froh sie zu haben , und vertraue auf ihre Hilfe

Dear Blerimush

Thank you very much for reaching out. I’m sorry to hear about your problem.

We check your account and we noticed that you managed to closed it yourself.

Please to not hesitate to contact us if you have any questions at support@sirwin.com

Have a great day!

Sirwin Team

"Yes, I had already closed the account and it was reopened despite me explicitly mentioning my illness. It seems as though you have no intention of profiting from someone who is struggling with such difficult life circumstances.

Is there a way to find a fair arrangement for the repayment of the amounts I have lost since announcing my illness?

Best regards,

Blerim L***

"Ja, ich hatte das Konto bereits geschlossen, und es wurde trotzdem wieder eröffnet, obwohl ich ausdrücklich auf meine Erkrankung hingewiesen hatte. Es wirkt so, als ob Sie nicht das Ziel verfolgen, von jemandem zu profitieren, der mit solch schweren Lebensumständen zu kämpfen hat.

Gibt es eine Möglichkeit, eine kulante Regelung für die Rückzahlung der Beträge zu finden, die ich seit der Bekanntgabe meiner Erkrankung verloren habe?

Mit freundlichen Grüßen,

Blerim L***

Hello everyone,

Thank you both for your replies.

Blerko, when was the first time you informed the casino about your gambling problem? Do I understand correctly that your account was closed just recently?

Could you please clarify the dispute value (€5,000)?

Hello,

Thank you for your message.

On September 11th, I informed the casino of my gambling problem via email and live chat and closed my account myself using the options offered. However, it was reopened at my request, which should not have happened in my situation. As I am known to have a gambling addiction, it is not right that I was given the opportunity to continue making deposits. Someone in my situation should not have the chance to fall back into this behavior.

I hope this clears things up. If you have any further questions, please do not hesitate to contact me.

Best regards

Blerim

Hallo,

vielen Dank für Ihre Nachricht.

Am 11. September habe ich das Casino per E-Mail und im Live-Chat über mein Glücksspielproblem informiert und habe mein Konto selbst über die angebotenen Möglichkeiten geschlossen. Allerdings wurde es auf meine Bitte hin wieder eröffnet, was in meiner Situation nicht hätte geschehen dürfen. Da ich als spielsuchtkrank bekannt bin, ist es nicht in Ordnung, dass mir die Möglichkeit gegeben wurde, weiterhin Einzahlungen vorzunehmen. Jemand in meiner Lage sollte keine Chance mehr haben, wieder in dieses Verhalten zurückzufallen.

Ich hoffe, dies klärt die Angelegenheit. Für Rückfragen stehe ich gerne zur Verfügung.

Beste Grüße

Blerim

Could you please clarify the dispute value (€5,000) and if you currently have access to your casino account?

Dear Christine,

If the casino had fulfilled its obligations and complied with my request to exclude me from gambling as a pathological addict, I would no longer have been able to deposit at least 5,000 euros.

I understand that casinos are also listed and protected by you because you make a living from it. Nevertheless, it should be a fact that reputable establishments should respond to the demands of gambling addicts in order to maintain their reputation as trustworthy providers and continue to be listed with a high index by you.

I usually only play in casinos that have good reviews from you, but I'm increasingly noticing that this no longer offers any security.

Best regards

Blerim L***

Liebe Christine,

hätte das Casino seinen Verpflichtungen nachgekommen und meiner Bitte, mich als krankhaft Süchtigen vom Spiel auszuschließen, entsprochen, hätte ich mindestens 5.000 Euro nicht mehr einzahlen können.

Ich verstehe, dass auch Casinos bei Ihnen gelistet und geschützt werden, da Sie davon leben. Dennoch sollte es ein Fakt sein, dass seriöse Häuser auf die Forderungen von Spielsüchtigen eingehen sollten, um ihren Ruf als vertrauenswürdige Anbieter aufrechtzuerhalten und weiterhin mit einem hohen Index bei Ihnen geführt zu werden.

Ich spiele meist nur in Casinos, die bei Ihnen gut bewertet werden, merke jedoch immer häufiger, dass dies auch keine Sicherheit mehr bietet.

Viele Grüße

Blerim L***

Dear Christine,

I want to make something clear: I have nothing against the casino, they are really good. But the most important thing is unfortunately neglected.

While it is possible to exclude yourself from playing, live chat will instantly reactivate your account upon request. For people like me who struggle with gambling addiction, this can be fatal.

I lost other people's money in a gambling frenzy because I am a gambling addict and can no longer act sensibly. The only way out was to have my account closed because of gambling addiction. But if this request is ignored, that is very bad.

Such failures can drive people to the brink of ruin, even to the point of suicide. I don't think that's in the casinos' interest. But the casinos that are listed with a high index in your country must also live up to this responsibility. It cannot be that the money of people who are sick continues to be knowingly ruined.

Best regards

Blerim L***

Liebe Christine,

ich möchte etwas klarstellen: Ich habe nichts gegen das Casino, sie sind wirklich gut. Aber das Wichtigste wird leider vernachlässigt.

Es ist zwar möglich, sich selbst vom Spielen auszuschließen, doch der Live-Chat aktiviert das Konto sofort wieder auf Anfrage. Für Menschen wie mich, die mit Spielsucht kämpfen, kann das fatal sein.

Ich habe in einem Spielrausch fremde Gelder verspielt, weil ich als Spielsüchtiger nicht mehr vernünftig handeln kann. Der einzige Ausweg war, mein Konto wegen Spielsucht schließen zu lassen. Wenn diese Bitte jedoch ignoriert wird, ist das sehr schlimm.

Solche Versäumnisse können Menschen in den Abgrund treiben, bis hin zum Suizid. Ich denke nicht, dass das im Interesse der Casinos ist. Aber die Casinos, die bei Ihnen mit einem hohen Index geführt werden, müssen auch dieser Verantwortung gerecht werden. Es kann doch nicht sein, dass das Geld von Menschen, die krank sind, weiterhin wissentlich ruiniert wird.

Viele Grüße

Blerim L***

Did you deposit €5,000 after you informed the casino about your gambling problem and your account was reopened?

Furthermore, I have asked you twice already, and you still haven't clarified if you have access to your casino account.

Hello ,

I confirm that the amount was deposited after I disclosed my gambling addiction. However, it seems that my concern has received little attention at Sirwin so far. As mentioned above, Sirwin offers the option to exclude yourself from gambling, which I again used. Unfortunately, my account was reactivated at my request after a previous exclusion.

I really hope that my account will now be permanently and definitively closed due to my gambling addiction and will not be reactivated. A permanent ban would be crucial for my recovery and for dealing with my addiction.

Hallo ,

ich bestätige, dass der Betrag nach Bekanntgabe meiner Spielsucht eingezahlt wurde. Es scheint jedoch, dass mein Anliegen bei Sirwin bisher wenig Beachtung gefunden hat. Wie bereits erwähnt, bietet Sirwin die Möglichkeit, sich selbst vom Spielen auszuschließen, was ich erneut genutzt habe. Leider wurde mein Konto nach einem früheren Ausschluss auf meine Bitte hin wieder aktiviert.

Ich hoffe sehr, dass mein Konto nun dauerhaft und endgültig aufgrund meiner Spielsucht geschlossen bleibt und keine erneute Aktivierung erfolgt. Eine dauerhafte Sperrung wäre für meine Genesung und den Umgang mit meiner Sucht entscheidend.

Thank you very much, Blerko, for your cooperation. I will now transfer your complaint to my colleague Kubo (jakub.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Dear Blerko,

My name is Kubo, and I will be handling your complaint moving forward. I sincerely apologize for the situation you're currently facing, and I will do my best to assist you. If there have been any updates or new developments regarding this case since the last information was provided, please feel free to share.

I would also like to invite the representatives from Sirwin Casino to rejoin this discussion and provide any relevant information that could help in resolving the issue.

Thank you for your patience, and I look forward to working together to find a solution.

Dear Sirwin Casino,

Could you please provide detailed information regarding this case and clarify why a player who had closed his account due to a gambling problem was able to reopen it simply by submitting a request via live chat?

Thank you in advance for your response!

Best Regards,

Kubo

To Blerko:

We understand your concerns about reactivating your account and are sorry for any distress this situation may have caused. Following our investigation, we found no record of any formal self-exclusion request submitted in the way specified in our Terms and Conditions. For such a request to be processed, we require an email stating that you wish to self-exclude, along with identification and proof of address. While you reached out to us in various ways, none of these met the formal self-exclusion criteria as outlined.

After your initial account closure, we did reactivate your account at your request. Our support team processed this reactivation following our usual protocols, which do allow for reactivation unless a formal self-exclusion is on file. Therefore, without the required self-exclusion documentation, we proceeded under the assumption that you had reconsidered.

Refund Eligibility:

   We will not be able to refund the full amount requested. As per our policies, only deposits made after reactivation (totalling $131.16) are eligible for refund, which has been processed.

   Unfortunately, prior deposits cannot be refunded, as they were made during periods when your account was open by your choice.

Moving forward, if you wish to self-exclude permanently, please contact us by email at info@sirwincom, including a request for self-exclusion due to gambling issues, and attach your identification and proof of address. We will honour this request as soon as it’s received.

To the Casino Guru Team: In response to your question, our support team reactivated the account following a request from Blerko, given that no formal self-exclusion request had been submitted. We are reinforcing our guidelines with the team to ensure our players are fully informed of the formal process required for self-exclusion.

Thank you for your assistance in mediating this issue. If there is any additional information we can provide, please let us know.

Sirwin Team

Dear Sirwin Team,

I understand that formal requirements must be met, but I am disappointed that my requests were not taken seriously just because an ID photo was missing. I have expressed my desire for a block several times via email and live chat.

Let me understand this correctly: you were aware that a gambling addict customer was sincerely asking for a ban, and yet you decided not to implement this because it did not formally fit into your system? Such an approach, in which a cry for help goes unheeded, seems anything but responsible to me.

No offense, but I wonder how you can justify such a decision. Here was a customer who asked for support and instead of closing the door, you just opened the door to further problem gambling behavior.

I hope this is not your understanding of responsible action.

Best regards,

Blerko

Liebes Sirwin Team,

ich verstehe, dass formale Anforderungen erfüllt sein müssen, aber es enttäuscht mich, dass meine Bitten nicht ernst genommen wurden, nur weil ein Ausweisfoto fehlte. Ich habe über E-Mail und Live-Chat mehrfach meinen Wunsch nach einer Sperre geäußert.

Lassen Sie mich das richtig verstehen: Ihnen war bewusst, dass ein spielsüchtiger Kunde aufrichtig um eine Sperre bat, und dennoch entschieden Sie, dies nicht umzusetzen, weil es formell nicht in Ihr System passte? Ein solches Vorgehen, bei dem ein Hilferuf unbeachtet bleibt, erscheint mir alles andere als verantwortungsvoll.

Ich möchte Ihnen nicht zu nahe treten, aber ich frage mich, wie Sie eine solche Entscheidung rechtfertigen können. Da war ein Kunde, der um Unterstützung bat, und anstatt die Tür zu schließen, haben Sie ihm nur den Weg zu weiterem problematischen Spielverhalten geöffnet.

Ich hoffe, dass dies nicht Ihr Verständnis von verantwortungsvollem Handeln ist.

Mit freundlichen Grüßen,

Blerko

Dear Blerko,

Thank you for your response. We understand that this is a very personal and challenging matter, and we want to address it with the respect it deserves.

Our goal is to provide a safe and responsible environment for all players. For this reason, we must follow specific protocols outlined in our Terms and Conditions, which guide every action we take, including the procedures for self-exclusion. These requirements are there to ensure clarity and prevent misunderstandings, allowing us to act decisively and consistently for all our players.

To clarify, our Terms and Conditions require a formal self-exclusion request, complete with specific documentation, to ensure that any exclusion is processed securely and accurately. In the absence of these formal requirements, we are unable to permanently enforce restrictions, as we must act in strict compliance with the guidelines we have set.

We sincerely encourage you to send a formal self-exclusion request, including a clear request for a permanent ban due to gambling issues and the required identification documents. Once this is received, we will enforce the exclusion promptly and in line with our policy.

Thank you for your understanding, and please feel free to reach out if we can help you with the self-exclusion process or offer any additional support.

Best regards,

Sirwin Casino Support Team

Dear Sirwin Casino,

Thank you for your detailed response and clarification regarding the self-exclusion process. We at Casino Guru understand the importance of following protocols and procedures, but we believe there is an opportunity to refine the approach in cases where the casino is already aware of a player's gambling issues.

While we agree that verification is a key part of ensuring safety for both the player and the casino, we feel that certain actions can and should be taken prior to completing the verification process. When a player acknowledges a gambling problem, it would be beneficial for the casino to step in and offer support as soon as possible, preventing the player from sinking deeper into their issue.

Specifically, we believe the casino should have the ability to lock a player’s account within a reasonable time, even if the verification is still in progress. This would prevent further deposits, gameplay, or any other transactions while the verification process is being completed. The verification should not be an excuse for delaying action, as it can be completed after the account suspension, ensuring the player’s balance remains protected, pending withdrawals are secured, and further deposits are blocked.

In light of the above, I kindly request that you take immediate steps to lock the player's access to their account and prevent any manipulation of transactions while the verification process is ongoing.

Thank you for your understanding and cooperation on this important matter.

Dear Blerko,

I kindly request that you complete your KYC process by submitting the necessary documents to the casino. This will ensure that your account is fully verified and help avoid any potential issues should you decide to open a new account in the future.

Thank you for your prompt attention to this matter.

Dear Kubo,

As far as I know, the casino never required KYC verification because it is a crypto casino. Nevertheless, I did it as a matter of course.

I think it's fair that you share my point of view. The amount I lost after my attempt to close my account is small compared to my total losses. So I'm not asking for a refund for what was lost before, I'm just asking for a refund for the amount lost after my attempt to close it.

Why is this so important?

A person addicted to gambling often acts impulsively. If they are not taken seriously in such a situation, this can lead to serious consequences, which in the worst case can even lead to suicide. It is frightening when reputable providers do not take this seriously and do not set limits, even though it is their responsibility.

If I made a mistake in my request to permanently close my account, the casino should have recognized this and informed me to ensure that the process was completed correctly. Temporarily blocking the account could have prevented me from incurring further losses during this time.

Many thanks for your support,

and to the team at Sirwin Casino: Please take such concerns seriously. Gambling addiction has a serious impact on people and their families, and uncontrolled losses cause a lot of suffering.

Best regards

Blerko

Lieber Kubo,

soweit ich informiert bin, war im Casino nie eine KYC-Verifizierung erforderlich, da es sich um ein Krypto-Casino handelt. Dennoch habe ich dies selbstverständlich gemacht.

Ich finde es fair, dass Sie meine Sichtweise teilen. Der Betrag, den ich nach meinem Versuch, mein Konto zu schließen, verloren habe, ist im Vergleich zu meinen gesamten Verlusten gering. Ich verlange daher keineswegs eine Rückerstattung für das, was vorher verloren ging, sondern bitte lediglich um eine Rückerstattung für den Betrag, der nach meinem Schließungsversuch verloren ging.

Warum ist das so wichtig?

Ein spielsüchtiger Mensch handelt oft impulsiv. Wird er in solch einer Situation nicht ernst genommen, kann dies zu schwerwiegenden Konsequenzen führen, die im schlimmsten Fall bis zum Suizid reichen können. Es ist erschreckend, wenn renommierte Anbieter dies nicht ernst nehmen und keine Grenzen setzen, obwohl es in ihrer Verantwortung liegt.

Falls ich bei meinem Antrag auf dauerhafte Kontoschließung einen Fehler gemacht haben sollte, hätte das Casino dies erkennen und mich darauf hinweisen müssen, um sicherzustellen, dass der Prozess korrekt abgeschlossen wird. Durch eine temporäre Sperrung des Kontos hätte es verhindert werden können, dass ich in dieser Zeit weitere Verluste erleide.

Vielen Dank für deine Unterstützung,

und an das Team von Sirwin Casino: Bitte nehmen Sie solche Anliegen ernst. Spielsucht hat gravierende Auswirkungen auf Menschen und deren Familien, und unkontrollierte Verluste verursachen viel Leid.

Viele Grüße

Blerko

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.